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I'm trying to write detailed Customer Service Work Instructions

B

biboy2012

#1
So, I'm trying to write detailed customer service work instructions, as instructed by my boss, for the following medium:

- Telephone
- Email, letter
- Walk-In or face-to-face

For example, telephone….

1. Picks-up phone or answers calls not more than the third ring.
2. Keep automated voice messaging system on during breaks (e.g. lunch, after office hours etc)
3. Utilizes a script for answering the phone
4. Takes down the customer's name, contact numbers, requests, inquiries, or complaints.
.
.
.
And so on

How did I do/doing so far?

Please help me in coming out with an idea.


Thanks for any help Cover's.
 
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Stijloor

Staff member
Super Moderator
#2
Re: Customer Service Work Instructions

So, I'm trying to write detailed customer service work instructions, as instructed by my boss, for the following medium:

- Telephone
- Email, letter
- Walk-In or face-to-face

For example, telephone….

1. Picks-up phone or answers calls not more than the third ring.
2. Keep automated voice messaging system on during breaks (e.g. lunch, after office hours etc)
3. Utilizes a script for answering the phone
4. Takes down the customer's name, contact numbers, requests, inquiries, or complaints.
.
.
.
And so on

How did I do/doing so far?

Please help me in coming out with an idea.

Thanks for any help Cover's.
Keep going and show us the final product! :D

Stijloor.
 
B

biboy2012

#3
Re: Customer Service Work Instructions

Keep going and show us the final product! :D

Stijloor.
Thanks, Sir. I will post the final product once it's finished, but I need suggestion/help on the following specific points:

- Building rapport
- Dealing with difficult calls
- varying vocal pitch

How 'building rapport,' 'varying vocal pitch,' and 'dealing with difficult calls' tasks should be worded and integrated in a work instruction? Can anyone give me sample statements of said tasks?

Writing just isn’t my thing.
 

harry

Super Moderator
#4
Re: Customer Service Work Instructions

These are my views:

1. With regards to service standards such as time to pick up calls or to respond to emails and letters, check with your bosses. They have to set it either unilaterally or in consultation with the relevant people.

2. With the regards to the when, where, who and how to's, discuss with the process owners or those involved. The worst thing to do is to shaft something alien down their throats - worse than canned solutions.
 
B

biboy2012

#5
Re: Customer Service Work Instructions

These are my views:

1. With regards to service standards such as time to pick up calls or to respond to emails and letters, check with your bosses. They have to set it either unilaterally or in consultation with the relevant people.
Agreed.
2. With the regards to the when, where, who and how to's, discuss with the process owners or those involved. The worst thing to do is to shaft something alien down their throats - worse than canned solutions.
I think that's true. But our feeling is that, documenting this is necessary because there is a risk involves and we want this be performed in a consistent manner. Yes, I will consult the 'activity owner' as a user, and of course, the work instruction should come from firsthand knowledge of the activity.
 

Pancho

wikineer
Super Moderator
#6
Re: Customer Service Work Instructions

Thanks, Sir. I will post the final product once it's finished, but I need suggestion/help on the following specific points:

- Building rapport
- Dealing with difficult calls
- varying vocal pitch

How 'building rapport,' 'varying vocal pitch,' and 'dealing with difficult calls' tasks should be worded and integrated in a work instruction? Can anyone give me sample statements of said tasks?

Writing just isn’t my thing.
We have a "phone etiquette policy" document that touches upon these points. All new hires get to go over it during their HR introduction to the company. FWIW, here's an excerpt from it to get you going:

5. Managing rude or impatient callers

  • Stay calm. Be diplomatic and polite. Irritation will be detected and further annoy to the caller.
  • Always smile. Always show a will to solve the problem or conflict, and provide your best answer to their questions.
  • Try to think like the caller. Their problems and concerns are very important.
  • Do transfer the call to your boss when the caller insists.
 

Jen Kirley

Quality and Auditing Expert
Staff member
Admin
#7
I am wondering why such things as "answer the phone before the third ring" must be written down in instructions. If a phone is ringing and the operator is not occupied, does he or she wait until the 4th or 5th ring to answer? Or, is the operator already busy and is thus unavailable to answer right away?

My point is, instead of listing such requirements attend to the reasons why they are not yet met well enough.

In addition, as a person who calls my internet host provider for technical assistance I am always happy if that person is NOT using a scripted process. I am best served when that person is knowledgeable in the applications and is a good communicator, a good problem solver and has a pleasant demeanor when dealing with me. This is especially important because I am calling because I am not very smart in the subject at hand... much patience is needed. :D
 

harry

Super Moderator
#8
I am wondering why such things as "answer the phone before the third ring" must be written down in instructions. If a phone is ringing and the operator is not occupied, does he or she wait until the 4th or 5th ring to answer? Or, is the operator already busy and is thus unavailable to answer right away?

My point is, instead of listing such requirements attend to the reasons why they are not yet met well enough. ......................
You brought up an interesting subject especially in areas where English is a second language.

1. I think the written guide, script or whatever you call that is usually applicable to the telephone receptionist (operator) who are normally given some other duties on top of answering incoming calls. The written guide reinforces the importance of giving priority to incoming calls.

2. You will be surprise how people fumble and with all kinds of broken English when receiving calls. A typical untrained receptionist's response to a call over here is something like this - Call who?.................. Not in. (Bang). Many just don't have enough nice words in their vocabulary that scripts need to be given. Over time, they may not need them anymore.
 
B

biboy2012

#9
I am wondering why such things as "answer the phone before the third ring" must be written down in instructions. If a phone is ringing and the operator is not occupied, does he or she wait until the 4th or 5th ring to answer? Or, is the operator already busy and is thus unavailable to answer right away?

My point is, instead of listing such requirements attend to the reasons why they are not yet met well enough.

In addition, as a person who calls my internet host provider for technical assistance I am always happy if that person is NOT using a scripted process. I am best served when that person is knowledgeable in the applications and is a good communicator, a good problem solver and has a pleasant demeanor when dealing with me. This is especially important because I am calling because I am not very smart in the subject at hand... much patience is needed. :D
You have a very good point, and I understand every word you said. However, my boss wants us to craft a well-written script. Reasons are something like what Harry said -
You brought up an interesting subject especially in areas where English is a second language.

1. I think the written guide, script or whatever you call that is usually applicable to the telephone receptionist (operator) who are normally given some other duties on top of answering incoming calls. The written guide reinforces the importance of giving priority to incoming calls.

2. You will be surprise how people fumble and with all kinds of broken English when receiving calls. A typical untrained receptionist's response to a call over here is something like this - Call who?.................. Not in. (Bang). Many just don't have enough nice words in their vocabulary that scripts need to be given. Over time, they may not need them anymore.
If anyone can think of any other problems with not using a script, then chime in!
 
B

biboy2012

#10
Re: Customer Service Work Instructions

Keep going and show us the final product! :D

Stijloor.
Here is the final product:

1. Answer the call within 3 rings.
2. Use the proper greeting.
- [company's name], this is [employee's name], how may I help you?
- [Dept], this is [employee's name], how may I help you?
3. Sought permission before putting on hold.
- "I'm sorry to keep you witing" (if more than 30 secs)
- "Thank you for waiting" (if less than 30 secs)
4. State/mention caller's name at leas once.
5. Before ending a call, ask:
- "Is there anything else I can help you with?"
- 'Thank you for calling [company's name!]"
6. Allow the cller to hang up first.
7. Conditions:
- If called party is not around:
"I m sorry but Mr/Ms is not available at this time, this is [name], how may I help you?"
- If called party is on the other line:
"I am sorry but Mr/Ms [name] but Mr/Ms [name] is engaged on the other line, are you willing to wait or would you like to leve a message?"
- When transferring a call:
"One moment please, I will transfer your call."
8. How to answer/make calls?
- Take a deep breathe
- Modulate your voice
- Voice with a smile
- It's always your best call
- Be smart, professional and have personal touch
9. Handling objections:
- Hear them out
- Emphatize
- Apologize
- Take action
10. Be nice to your customer
 
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